12.
Satisfaction requires comparisonof an experience to something elseCompared experience to what?(nothing)ExpectationsNeedsExcellence (the ideal product)FairnessEvents that might have beenAdapted from Oliver, R. L. (1996)“Satisfaction: A Behavioral Perspective on the Consumer” 12

15.
Not all experiences are equal Winning an Major life event Olympic medal Watching an event Occasional, from the 2012 salient Olympics on TV Watching the TV Unremarkable, news on a slow day repetitive 15News images from cnn.com

16.
The approximate curve of forgetting High Major life eventQualityof data Low Unremarkable, repetitive Occasional, salient Recent Long ago 16 Time since event

17.
Memorable experiences arelikely to be complex• Think about the experience of buying a car – What would you expect to happen? – What would you need to happen? – What would the ideal experience be? – How would you expect to be treated compared to other people who buy cars? – If you didn‟t do this, what else might have happened? 17 Image credit: Hugh90 on Flickr

18.
Asking The backgroundabout The challenges The opportunitysatisfaction 18

19.
A quick, interesting question is fine “Why did you come to this web site today?” This helps to learn about needs 19

20.
You could ask about…• Who ... “Tell us a bit about yourself”• What …• Where…• When …• Why…• How …• You can even ask: “Please rate your experience:” 20

21.
Other things you can ask about?Any bit from your preferred definition of UX 21